Search for Service Requests Assigned to a Person Who Is No Longer a Resource

When a resource leaves the organization or moves to another department, the service requests (SRs) assigned to this resource must be reassigned to another resource by their manager.

After the resource has left or moved, let's say you do an Advanced Search and use the Assigned To search. The search doesn't work and their name doesn't show up. Instead, you can use the Assigned To Person Name search. This way, the SRs assigned to the person are displayed even after they have left the organization.

To search for service requests assigned to a person who may no longer be available as a resource:

1. In the Navigator, click Service > Service Requests.

2. Click Advanced Search.

3. In the Record Set area, select All records I can see.

4. In the Add drop-down list, select Assigned To Person Name.

5. Type the name of the person and click Search.

The list of SRs assigned to the person are displayed, and they can be reassigned to another resource.